BackOffice Specialist

BackOffice Specialist Bogotá, Bogota, Colombia Hybrid The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners to help them grow. WE ARE NUVEI. Nuvei the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and scalable technology allows leading companies to accept next-gen payments, offer all payout options and benefit from card issuing, banking, risk and fraud management services. Connecting businesses to their customers in more than 200 markets, with local acquiring in 47 markets, 150 currencies and 586 alternative payment methods, Nuvei provides the technology and insights for customers and partners to succeed locally and globally with one integration. At Nuvei, we live our core values, and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service. We are always looking for exceptional talent to join us on the journey! Your Mission The BackOffice Specialist is responsible for accurately and timely investigating, processing, and resolving escalations and account maintenance requests. This role requires strong technical expertise within payment processing systems, exceptional attention to detail, and a commitment to quality and compliance. The BackOffice Specialist plays a critical role in maintaining merchant account integrity, resolving complex issues, and ensuring service levels are consistently met. Key responsibilities include, but are not limited to: Escalation Management & Investigation · Review, assign, and manage incoming escalations based on complexity, priority, and technical requirements. · Perform detailed root-cause analysis to resolve merchant and internal escalations efficiently and accurately. · Ensure all cases are completed within established service level agreements (SLAs). · Communicate directly with merchants to gather required documentation, clarify technical issues, and confirm successful resolution. Technical Account Maintenance · Update merchant profiles, process system changes, and complete account maintenance with a high level of precision. · Build, configure, and correct terminal setups and merchant processing profiles. · Reprocess transactions and complete manual re-keys while maintaining strict data accuracy and compliance. · Troubleshoot and support APM onboarding, missing transaction retrieval, and CPanel configuration issues. Financial & Compliance Support · Review and submit refund requests to Finance with proper documentation and validation. · Address U.S. tax-related escalations and ensure compliance with applicable requirements. · Monitor refund activity and transaction processing to ensure accuracy and timely completion. Collaboration & Internal Support · Work closely with processors and internal teams to resolve system issues and technical discrepancies. · Provide technical support to Customer Experience teams for complex or escalated cases. · Assist HR and internal stakeholders with employee system access and third-party platform credentials. Operational Excellence · Maintain accurate and thorough documentation within internal ticketing systems. · Support inbound escalations and provide coverage during peak periods to maintain service levels. · Contribute to weekly and monthly operational projects and continuous improvement initiatives. · Manage Profile Change queues and ensure all updates are completed the first time correctly. · Perform additional duties as assigned. Qualifications & Experience include, but are not limited to: · Strong technical aptitude and ability to learn and navigate multiple systems and platforms. · Experience in payment processing, financial services, or a related technical operations environment preferred. · Excellent analytical, problem-solving, and investigative skills. · Exceptional attention to detail and commitment to quality and accuracy. · Strong English written and verbal communication skills. · Ability to manage multiple priorities and meet strict deadlines in a fast-paced environment. · High level of accountability, organization, and professionalism. · Strong understanding of payment systems, transaction flows, and merchant configurations. · Effectively prioritizes workload to meet service level agreements and deadlines. · Responds effectively to changing priorities and high-volume periods.